Classifications

• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04M—TELEPHONIC COMMUNICATION
  • H04M3/00—Automatic or semi-automatic exchanges
  • H04M3/42—Systems providing special services or facilities to subscribers
  • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
  • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
  • H04M3/4936—Speech interaction details
• • G—PHYSICS
  • G10—MUSICAL INSTRUMENTS; ACOUSTICS
  • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
  • G10L15/00—Speech recognition
  • G10L15/26—Speech to text systems
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04M—TELEPHONIC COMMUNICATION
  • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
  • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04M—TELEPHONIC COMMUNICATION
  • H04M3/00—Automatic or semi-automatic exchanges
  • H04M3/42—Systems providing special services or facilities to subscribers
  • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
  • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
  • H04M3/5175—Call or contact centers supervision arrangements
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04M—TELEPHONIC COMMUNICATION
  • H04M3/00—Automatic or semi-automatic exchanges
  • H04M3/42—Systems providing special services or facilities to subscribers
  • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
  • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
  • H04M3/5183—Call or contact centers with computer-telephony arrangements

Definitions

• the Audio Analysis capabilities are divided into three main options: a) Word Spotting performed by the word spotting component 34 of Fig. 1, b) Emotion Analysis performed by the emotion analysis component 36 of Fig.1, and c) Talk Analysis performed by the talk analyzer component 38 of Fig. 1.
• Word Spotting works at several levels starting from specific keyword detection, such as for example "warranty” and "network”, through short key phrases such as "thank you” or “service contract” to higher level phrases such as, for example, "How may I help you", and "It's not working”.
• Emotion Analysis assesses the effect of stress and excitement on the voices that speakers participating in an interaction articulate. The process is customizable and tunable to specific envhonments.
• Screen events are based entirely on what takes place on an agent's display screen. Screen events may be used as triggers to other actions whenever an event of choice takes place. Interactions are tagged with the event, enabling ready search, retrieval and evaluation of the calls.
• One non-limiting example of a screen event analysis involves the capturing of a field displayed on the agent's screen that indicates the change of status of a user account. For example, when the account status changes from "Active" to "Inactive", an event is generated and recorded to a database. All the events can be analyzed a later stage to create a report.
• the length of the Region of Interest the type of the analysis, such as Word Spotting, the analysis inputs, such as the given lexicon of words, are predefined.
• the adaptive version of the apparatus and method makes no pre-analysis assumptions and decisions resulting in the determination of the pivot spot and Region of Interest are made dynamically as the process progresses.
• the operation of the adaptive version of the apparatus and method will be demonstrated via the following scenario in which the agent's adherence to a pre- defined script prior to the generation of the "hold" event is analyzed.
• Step 1 The hold event time position is set as the pivot spot in the interaction media.
• Step 2 The length of the Region of Interest is calculated dynamically in real-time. The calculation could be made in several ways.
• the prefened method would include scaling analysis methods from the less resource expensive to the more resource expensive analysis.
• the bi-direction progression leads to a marking of a detected area (such as emotional area) around the pivot spot (such as the hold event) that could be the Region of Interest.
• the Region of Interest could be determined and based on another type of event such as screen events via the exploration of the display screens and screen events prior to and following the hold event.
• Screen events are an example of events outside the media which can be detected and analyzed in association with the media analyzed on a similar time line axis.
• an external resources which is matched to the media is examined to determine either the pivot spot or Region of Interest.

Landscapes

• Engineering & Computer Science (AREA)
• Human Computer Interaction (AREA)
• Signal Processing (AREA)
• Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
• Machine Translation (AREA)

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• 2003
  • 2003-11-05 EP EP03818954A patent/EP1632083A4/de not_active Withdrawn
  • 2003-11-05 AU AU2003276661A patent/AU2003276661A1/en not_active Abandoned
  • 2003-11-05 WO PCT/IL2003/000921 patent/WO2005046195A1/en not_active Ceased
  • 2003-11-13 US US10/706,282 patent/US8060364B2/en active Active

Patent Citations (1)

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